Customer Service Analyst – Voice

About the role

Accenture is seeking a Customer Service Analyst – Voice to join its new Engagement Centre. In this position you will handle inbound and outbound calls, manage complaints, process orders and returns, and respond to website registration inquiries, ensuring a high level of customer satisfaction.

Key responsibilities

• Provide first‑line support for consumer customers via phone and email.
• Handle complaint resolution, order and return processing, and general product inquiries.
• Escalate complex issues to Tier 2 and track system incidents.
• Maintain up‑to‑date knowledge of system changes and service level agreements.
• Document processes and generate regular performance reports.
• Adhere to scheduled work hours and meet defined KPIs.

Required profile

• 3–5 years of experience in inbound and outbound customer service.
• Ability to work effectively under pressure.
• Fluent Spanish (expert level) with strong communication skills.
• Experience in handling escalations and following documented procedures.

Required skills

What we offer

• Opportunity to work for a global professional services leader.
• Exposure to a diverse client base across multiple industries.
• Professional development within a dynamic, technology‑focused environment.